Complaints Policy

At Notes of Hope, we value our customers and supporters, and we are committed to providing exceptional products, services, and experiences. We take all feedback seriously and aim to resolve any concerns quickly, fairly, and with care.

1. Purpose

This policy outlines how you can raise a concern or complaint, and how we will handle it. Our goal is to address issues promptly and improve our service based on your feedback.

2. What You Can Complain About

You may contact us if your concern relates to:

The quality of our products or packaging.

The accuracy of information provided on our website.

Delays or issues with delivery.

Customer service experiences.

Any other matter where you believe we could improve.

3. How to Make a Complaint

You can submit a complaint in the following ways:

Email: antoinyce@notesofhopenc.com

Contact Form: Available on our Contact Page

Mail: Notes of Hope, [Insert Mailing Address]

When submitting your complaint, please provide:

Your name and contact details.

Order number (if applicable).

Details of the issue, including dates and any relevant evidence (e.g., photos).

4. Our Process

We will acknowledge your complaint within 2 business days.

We will investigate the matter thoroughly.

We aim to provide a full response or resolution within 7 business days.

If the issue requires more time, we will update you on the progress.

5. Possible Outcomes

Depending on the situation, outcomes may include:

Replacement of a product.

Refund or store credit.

Apology and explanation.

Changes to our processes to prevent future issues.

6. Escalation

If you are not satisfied with the outcome, you may request that your complaint be escalated to our management team for further review.

7. Commitment to Improvement

We treat every complaint as an opportunity to improve our products, service, and communication so that we can better support our community and NICU families.